CONVERSATIONAL AGENTS WITH VOICE: HOW SOCIAL PRESENCE INFLUENCES THE USER BEHAVIOR IN MICROLENDING DECISIONS

2023 | European Conference On Information Systems | Citations: 0

Authors: Heßler, Pascal; Pfeiffer, Jella; Unfried, Matthias

Abstract: This paper investigates how social cues, used to anthropomorphize assistance sy ... Expand

Abstract: This paper investigates how social cues, used to anthropomorphize assistance systems (ASs), like conversational agents, influences the behavior of users. We find that anthropomorphizing, in our case by giving them a voice, increases social presence, and, in turn, empathy and trust. Yet, we argue that social presence also has negative impacts. We propose-and empirically proof-that a higher social presence also leads to a stronger feeling of being observed. This, in contrary to our hypothesis, results in lower investments. In addition, we found a trend of higher enjoyment with increasing feeling of being observed. This result emphasis the complexity of creating and designing ASs. Through the invocation of social presence anthropomorphizing might have negative and positive effects on outcome variables. Collapse

Topics: social presence user behavior conversational agent website web page

Methods: experiment partial least squares path modeling parametric test survey descriptive statistic

Collectively Ambidextrous Digital Service Ecosystems: A Case of Bureaucracy of Death

2023 | European Conference On Information Systems | Citations: 0

Authors: Hietala, Heidi; Päivärinta, Tero; Annanperä, Elina; Liukkunen, Kari

Abstract: Public services often extend beyond the public sector, requiring collaboration ... Expand

Abstract: Public services often extend beyond the public sector, requiring collaboration and interaction between public and private actors. Initiating digital service innovations in collaboration is challenging, especially in large-scale public service ecosystems. While individual service providers may have clashing interests, balancing incremental improvements and radical changes (i.e., pursuing ambidextrous development) requires collective efforts. We report a case of a digital service ecosystem related to the bureaucracy of a person's death in Finland. We focused on the pursuit of collective ambidexterity, which requires collaborative development among various actors. The suggested contributions are summarized as four propositions to facilitate collective ambidexterity in service ecosystems: 1) adoption of multiple collaboration modes pursuing both efficiency gains and innovation outcomes, 2) parallel foci of top-down and bottom-up ambidextrous balancing, 3) governance of collaboration and (dis)benefits management both intra-and inter-organizationally, and 4) focus on citizen life-events to facilitate development across organizational silos and innovation beyond suboptimization. Collapse

Topics: innovation management business process innovation digital service system integration digital innovation

Methods: case study single case study theory development focus group personal interview

Conversational Agents in Service Context: Towards a Classification of Human-like Design Expectations

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Hildebrandt, Fabian; Lichtenberg, Sascha; Brendel, Alfred Benedikt; Riquel, Johannes; Dechant, David; Bönig, Fabian

Abstract: The increasing application of Conversational Agents (CAs) changes the way custo ... Expand

Abstract: The increasing application of Conversational Agents (CAs) changes the way customers and businesses interact during a service encounter. For instance, chatbots are the first point of contact for many customers. In this context, prior research has shown that CAs implemented with a human-like design lead to improved service satisfaction, perceived service quality, and trustworthiness, among others. Developers have become accustomed to adopting a one-size-fits-all approach by designing CAs human-like. However, not every human-to-human service requires the same social and human-like interaction (e.g., contract cancelation vs. doctors' appointment), which has also been shown in current research. At present, existing research lacks a synthesis of the relationship between CA design and service encounter context. Against this background, we conducted a literature review and derive classifications based on the dimensions of service context (professional/private) and human-like design (low/high), which enables the identification of relevant research gaps and related literature. Collapse

Topics: database system usability human computer interaction user expectation customer service

Methods: literature study literature sample synthesis experiment structured literature research

Affordance Perception Through a Digital Mindset: A Dual Process Theory Perspective

2023 | International Conference on Information Systems | Citations: 0

Authors: Hildebrandt, Yannick; Beimborn, Daniel

Abstract: ... Expand

Abstract: Collapse

Topics: affordance user experience usability crowdsourcing mindfulness

Methods: experiment analysis of covariance survey statistical hypothesis test parametric test

Theories: theory of affordance dual-system theory

The Interplay of IT Identity and Digital Mindset in the Workplace

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Hildebrandt, Yannick; Finze, Nikola; Wagner, Heinz-Theo

Abstract: IT identity plays a significant role in individuals' IT adoption and use behavi ... Expand

Abstract: IT identity plays a significant role in individuals' IT adoption and use behaviors and can impact job satisfaction. However, other individual traits, like the digital mindset, previously showed to also affect the effects of the intertwining of IT and workplaces on job satisfaction. Therefore, we examine the role of a digital mindset in shaping IT and job identity and survey 167 employees. By analyzing the relationship between these concepts, the paper contributes to a better understanding of how identities are formed and how they affect job satisfaction in the digitally-enabled workplace. Our results demonstrate that IT identity's effect on job satisfaction is fully mediated by job identity. We also reveal that a digital mindset moderates the relationship between IT and job identities. Further, we discuss the key challenges and opportunities associated with the adoption and use of IS in organizations and provide insights into the future directions of IS research. Overall, we contribute to the ongoing discourse on the role of IT identity and digital mindset in the workplace and provide valuable insights for researchers and practitioners. Collapse

Topics: job satisfaction information system use mindfulness data quality crowdsourcing

Methods: survey partial least squares regression descriptive statistic PLS tool mediation analysis

Theories: psychological theory

Leading Digital Innovation Units: A Repertory Grid Study about Key Skills for the Digital Age

2023 | HICSS | Citations: 0

Authors: Hille, Zoe; Marx, Carolin; Perscheid, Michael; Uebernickel, Falk

Abstract: To combat the trend of failing Digital Transformation endeavors, dedicated leade ... Expand

Abstract: To combat the trend of failing Digital Transformation endeavors, dedicated leadership skills are needed. However, so far there is little knowledge about the skills for successfully leading Digital Innovation Units (DIUs). We, therefore, interviewed 13 DIU leaders from various industries and elicited their skills with the Repertory Grid method. We identified 54 key skills clustered in seven categories: team development, integration of the DIU into the wider context of the organization, innovation management, personal traits, effective communication, hard skills, and visionary thinking and driving change. Furthermore, we found five influencing factors for the application of key skills: Financial support, uncertainty, certainty in tasks, stability of the product, freedom to operate, and degree of collaboration with the core organization. Finally, we report on three skill enhancers (actions, attitudes, conditions) for practitioners. We complement prior research by improving the understanding of the ideal DIU leader skill profile. Collapse

Topics: innovation management Chief Information Officer project management IT project IT skill

Methods: qualitative interview personal interview survey repertory grid technique

The social dilemma of big data: Donating personal data to promote social welfare

2023 | Information and Organization | Citations: 0

Authors: Hillebrand, Kirsten; Hornuf, Lars; Müller, Benjamin; Vrankar, Daniel

Abstract: When using digital devices and services, individuals provide their personal data ... Expand

Abstract: When using digital devices and services, individuals provide their personal data to organizations in exchange for gains in various domains of life. Organizations use these data to run technologies such as smart assistants, augmented reality, and robotics. Most often, these organizations seek to make a profit. Individuals can, however, also provide personal data to public databases that enable nonprofit organizations to promote social welfare if sufficient data are contributed. Reg­ ulators have therefore called for efficient ways to help the public collectively benefit from its own data. By implementing an online experiment among 1696 US citizens, we find that individuals would donate their data even when at risk of getting leaked. The willingness to provide personal data depends on the perceived risk level of a data leak but not on a realistic impact of the data on social welfare. Individuals are less willing to donate their data to the private industry than to academia or the government. Finally, individuals are not sensitive to whether the data are pro­ cessed by a human-supervised or a self-learning smart assistant. Collapse

Topics: database system economic surplus IS economics health information system data breach

Methods: archival research experiment nonparametric test Kruskal Wallis test computational algorithm

Theories: prospect theory privacy calculus theory

Design Principles for Creating a Pay-per-Part Value Proposition in Data Ecosystems

2023 | International Conference on Information Systems | Citations: 0

Authors: Hiller, Simon; Weber, Patrick; Lasi, Heiner

Abstract: In practice and research, pay-per-part business models are becoming increasingl ... Expand

Abstract: In practice and research, pay-per-part business models are becoming increasingly popular. Amongst others mechanical engineering companies, banks, insurances, and IT companies are working on these new business models. There is increasing evidence that the enabler for pay-per-part approaches is the cooperative use of data across company boundaries, being discussed in literature under the term data ecosystem. Along two case studies, a total of eleven companies were accompanied from the definition of the cooperative pay-per-part value proposition to the implementation of a proof of concept. Based on these case studies, eleven design principles could be derived. These design principles provide companies a guidance when designing a cooperative value proposition within an ecosystem. The identified design principles were mapped to different stakeholder groups that are involved in the design of a cooperative value proposition. The generated design principles were evaluated and implications for practitioners and research given. Collapse

Topics: value creation digital ecosystem usability evaluation criteria business model

Methods: case study literature study design principle literature sample design artifact

The future is yesterday: Use of AI-driven facial recognition to enhance value in the travel and tourism industry

2023 | Information Systems Frontiers | Citations: 0

Authors: Gupta, Shivam; Modgil, Sachin; Lee, Choong-Ki; Sivarajah, Uthayasankar

Abstract: This study aims to investigate the role of artificial intelligence (AI) driven f ... Expand

Abstract: This study aims to investigate the role of artificial intelligence (AI) driven facial recognition to enhance a value proposition by influencing different areas of services in the travel and tourism industry. We adopted semi-structured interviews to derive insights from 26 respondents. Thematic analysis reveals the development of four main themes (personalization, data-driven service offering, security and safety, and seamless payments). Further, we mapped the impact of AI- driven facial recognition to enhance value and experience for corporate guests. Findings indicate that AI-based facial recognition can facilitate the travel and tourism industry in understanding travelers’ needs, optimization of service offers, and value-based services, whereas data-driven services can be realized in the form of customized trip planning, email, and calendar integration, and quick bill summarization. This contributes to strengthening the tourism literature through the lens of organizational information processing theory. Collapse

Topics: artificial intelligence usability personalization human resource management pandemic

Methods: facial recognition system biometric measurement personal interview qualitative interview qualitative content analysis

Theories: organizational information processing theory

CRYPTOCURRENCIES, STABLECOINS AND CENTRAL BANK DIGITAL CURRENCIES: THE IMPACT OF TRUST AND PERCEIVED RISK

2023 | European Conference On Information Systems | Citations: 0

Authors: Hamm, Peter

Abstract: Financial technology is undergoing rapid developments with the arrival of crypt ... Expand

Abstract: Financial technology is undergoing rapid developments with the arrival of cryptocurrencies, the introduction of stablecoins, and more recently the discussion surrounding central bank digital currencies. The adoption of these technologies has received significant attention, but there has not yet been any research as to how the adoption factors for the three currencies differ, given their inherent similarities. This paper proposes to estimate the effect of trust and perceived risk on the adoption intention of the three aforementioned payment systems by creating three closely-matched questionnaires for each digital currency. This will enable us to estimate the effects of risk and trust in a way that makes it possible to compare the effect sizes for the different technologies, and can help evaluate whether a reduction of perceived market risk is sufficient for cryptocurrency adoption, and whether backing by the central bank may confer more benefits to adoption than the trustlessness touted for cryptocurrencies. Collapse

Topics: stablecoin cryptocurrency IT security threat self efficacy social commerce

Methods: survey meta analysis

Theories: unified theory of acceptance and use of technology technology acceptance theory